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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Cloud Fundamentals | - Case Management
|
| Knowledge Management | - Salesforce Knowledge
|
| Service Analytics and Reporting | - Reports and dashboards
|
| Service Process Automation | - Omni-Channel Routing
|
| Customer Service Channels | - Digital Engagement
|
Salesforce Service Cloud Administration Sample Questions:
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Customize the lightning console that page.
- B. Configure lightning guidedengagement.
- C. Configure a chat validation rule.
- D. Customize the pre-chat form.
Correct Answer: D 🗳️
UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Email-to-Case
- C. Web-to-Case
- D. Customer Chatter groups
Correct Answer: A 🗳️
Which two capabilities of Salesforce Knowledge ensure accuratecontent inArticles?
Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved
- B. Validation Rules for Article Types to verify all fields during creation
- C. Data Category to assign an Article Type to a Reviewer
- D. Approval Process thatassigns an Article to a Reviewer Queue
Correct Answer: B,C 🗳️
Thecost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Create auto-response templates for incoming emails
- B. Enable Ideas in a customer portal
- C. Enable Chatter for agent collaboration
- D. Enable Live Agent to handle incoming service inquiries
Correct Answer: C,D 🗳️
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)
- A. Measure & reward agents based on the # of new articles approved forpublication
- B. Create a dashboard for articles submitted by agents & approved for publication
- C. Require agents to check a box on case when submitting a new suggested article
- D. Measure & reward agents based on the # ofnew articles submitted for approval
Correct Answer: B,D 🗳️
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